Whichprocess will regularly analyze incident data to identify discernible trends?
A.
Service level management
B.
Problem management
C.
Change management
D.
Event management
Problem management
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A.
Service level management
B.
Service portfolio management
C.
Request fulfilment
D.
Demand management
Request fulfilment
Which process is responsible for low risk, frequently occurring, low cost changes?
A.
Demand management
B.
Incident management
C.
Release and deployment management
D.
Request fulfilment
Request fulfilment
Which process will perform risk analysis and review of all suppliers and contracts on aregular basis?
A.
The service level management
B.
The IT service continuity management
C.
The service catalogue management
D.
The supplier management
The supplier management
Remediation planning is BEST described in which of the following ways?
A.
Planning how to recover the cost of a change
B.
Planning the steps required to be taken if a change is unsuccessful
C.
Planning how to compensate a user for a failed change
D.
Planning how to advise the change requestor of a failed change
Planning the steps required to be taken if a change is unsuccessful
Hierarchic escalation is BEST described as?
A.
Notifying more senior levels of management about an incident
B.
Passing an incident to people with a greater level of technical skill
C.
Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D.
Failing to meet the incident resolution times specified in a service level agreement
Notifying more senior levels of management about an incident
Which one of the following is the purpose of service level management?
A.
To carry out the service operations activities needed to support current IT services
B.
To ensure that sufficient capacity is provided todeliver the agreed performance of services
C.
To create and populate a service catalogue
D.
To ensure that an agreed level of IT service is provided for all current IT services
To ensure that an agreed level of IT service is provided for all current IT services
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A.
Service level management
B.
Problem management
C.
Change management
D.
Event management
Problem management
Which problem management activity ensures that a problem can beeasily tracked and management
information can be obtained?
A.
Categorization
B.
Detection
C.
Prioritization
D.
Escalation
Categorization
The experiences, ideas, insights and values ofindividuals are examples of which level of understanding within knowledge management?
A.
Data
B.
Information
C.
Knowledge
D.
Governance
Knowledge
Which of the following is NOT a valid objective of problem management?
A.
To prevent problems and their resultant Incidents
B.
To manage problems throughout their lifecycle
C.
To restore service to a user
D.
To eliminate recurring incidents
To restore service to a user
Whatis the name of the group that should review changes that must be implemented faster than the normal change process?
A.
Technical management
B.
Emergency change advisory board
C.
Urgent change board
D.
Urgent change authority
Emergency change advisory board
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